A Service Appointment is the on-site execution record of a Work Order. It assigns a specific technician or crew to perform the job at a scheduled time, tracks the equipment deployed, records working time via Timesheets, logs travel via Trips, captures the outcome via a Service Report, create Invoice/Expense for this Appointment.
Before creating your first Appointment, configure the auto-generated numbers for all related records at Field Service → Settings → Prefix Settings.
Step 1. Go to Field Service → Service Appointments → click Create Appointment
Step 2. Fill in the form
Step 3. Add Line Items to an Appointment
Line items on an Appointment represent the parts and materials actually consumed during the job. They are linked to the items defined on the parent Work Order.
Click the green + button in the line items table header to open the Services & Parts popup.
Review the remaining quantities for each item. Then enter the quantity to use for this specific appointment in the Qty column. Click the blue checkmark on each row to confirm
Close the popup — confirmed items appear in the Appointment's line items table
Tip: The Remaining column helps you avoid over-allocating materials across multiple appointments of the same Work Order. If a Work Order has 2 appointments, you can split the parts between them based on what each visit requires.
Step 4. Click Save
Filtering rules for Crew, Technician, and Equipment Asset: See the Crew, and Equipment Asset articles for full details on how Territory, scheduled dates, and Work Order Models determine what appears in these dropdowns.
Method 2 — From a Work Order
Step 1. Open the Work Order Detail page → go to the Appointments tab
Step 2. Click Add Appointment
Step 3. The form opens with the Work Order pre-linked. Fill in remaining fields.
Step 4. Click Save
When an Appointment is saved, the assigned Technician receives an automatic notification about the job — including the scheduled date, time, location, and linked Work Order details.
When an Appointment is saved successfully, the system automatically checks out any assigned Equipment Asset to this Appointment. This prevents the same physical equipment from being double-booked on another appointment at the same time.
The Equipment Assets list (Field Service → Equipment Assets) reflects this — an asset assigned to an appointment shows:
When the appointment is completed, go to Appointment Detail -> Equipment tab -> click Check-in to return it and use it for future appointments.
The Inventory Check button (top-right of the Appointment Detail page) verifies whether the stock levels of required items are sufficient to service this appointment.
Note: The Inventory Check button is only available when the Inventory module is active on your system.
Step 1. On the Appointment Detail page, click Inventory Check
Step 2. The system compares the quantities on the Appointment's line items against current stock levels
Step 3. If stock is insufficient:
Step 4. Once stock levels are confirmed, proceed with executing the appointment
Timesheets record the actual working time of each technician during the appointment. They are used to:
Step 1. On the Appointment Detail page → go to the Timesheets tab → click Add Timesheet
Step 2. Fill in the Add Timesheet form:
Step 3. Click Save
Tip: You can save a Timesheet with only the Start Date/Time and add the End Date/Time later. This is the recommended workflow for real-time tracking — start the timesheet when work begins, and stop it when done.
To start tracking time:
To stop tracking time:
One Appointment can have multiple Timesheets. Common scenarios:
The Total Time summary (top-right of the Timesheets tab) shows the sum of all durations for this appointment.
Trips record the travel journey of a technician or crew member to and from the service location. They are used for mileage tracking.
Trips can be accessed and created in two ways:
Step 1. Go to the Trips tab on the Appointment Detail page → click Add Trip
Step 2. Fill in the Add Trip form:
Step 3. Click Save
If two trips for the same Service Resource on the same Appointment have overlapping Start/End times, the system displays a "Conflict found" popup:
"Trip conflicts found for this user at the selected time"
The popup lists the conflicting trip(s) with Trip Number, Service Resource, Start Time, and End Time. The new trip cannot be saved until the time conflict is resolved.
A Service Report documents the outcome of a completed Appointment — including the technician's findings, a service summary, and the customer's feedback and signature. It serves as formal proof of work completion and can be used for invoicing, internal reporting, or customer handover.
⚠️ Service Reports can only be created when the Appointment status is Completed. If you try to add a Service Report while the Appointment is still Scheduled or In Progress, the system displays the warning: "This appointment has not been completed yet."
Option A — From the Appointment: Appointment Detail page → Service Report tab → click Add Service Report
Option B — From the global menu: Field Service → Service Reports → click Create Service Report → select the linked Appointment
The wizard guides you through three sections:
Basic identification and contact information, auto-filled from the Appointment:
Click Next → to proceed to Technician Feedback.
Captures the technician's documentation of the job:
Click Next → to proceed to Customer Feedback, or ← Previous to go back.
Captures the customer's evaluation and formal acceptance:
Click Save to complete the Service Report.
One Appointment can have more than one Service Report — for example, if a job required two separate site visits, or if different technicians each need to submit their own documentation.
